Prekindle Support

How do I refund my customers?

Modified on: Fri, 30 Aug, 2019 at 2:06 PM

Prekindle's support team will handle any refund requests received at support@prekindle.com, and may void a purchase made by mistake if the customer requests a refund the same day. All other refund requests are denied, or handled in accordance with the Organizer’s wishes by arrangement.

To issue refunds on your own follow the instructions below:

Click the Box Office tab on the left side navigation panel. The Box Office dashboard will automatically choose the next event on your calendar. To change this, click the CHANGE button.

Click the Search tab. Search for a purchase by entering the customer's first or last name, the email address used for the purchase, the confirmation code, the bar code from the printed ticket, or the note used on the guest list entry. If more than one purchase is shown, click the SELECT button next to the purchase to be refunded.

Click the Refunding tab to open the refund options.

Select the type of refund you wish to issue: FULL or CUSTOM

Choosing to issue a FULL refund will refund the face value of the tickets purchased, as well as all taxes and fees paid by the customer. All Prekindle transaction fees refunded to the customer will be billed to your account. To issue a full refund, see step 5.

Choosing to issue a CUSTOM refund allows you to choose which portions and/or fees of the transaction are refunded to the customer. To issue a custom refund, see step 6.

5. To issue a FULL refund, click the Start a Full Refund link in step 4 to open the Full Refund options.

The total amount to be refunded will be displayed to the left of the Refund button. A complete transaction break down will be listed in the window below the Refund button. Click the REFUND button to refund the face value of the tickets purchased, as well as all taxes and fees paid by the customer.

Note: all Prekindle transaction fees refunded to the customer will be billed to your account.

6. To issue a CUSTOM refund, click the Start a Custom Refund link in step 4 to open the Custom Refund options.

Here you can select which items/fees of the transaction to be refunded to the customer. Items selected for refund will turn blue. The total amount to be refunded will be displayed to the left of the Refund button. A complete transaction break down will be listed in the window below the Refund button.

Once you have selected which items to refund, click the REFUND button.

Note: all Prekindle transaction fees refunded to the customer will be billed to your account.

If you do not wish to issue refunds on your own or have any trouble issuing refunds, contact clients@prekindle.com.